Role : Bilingual Associate Operations Manager
Role and Responsibilities :
- Manage and lead a team of call center agents to achieve performance goals and targets.
- Develop and implement strategies to improve call center operations and efficiency.
- Monitor and analyze call center metrics to identify areas for improvement and implement solutions.
- Efficiently coach associates in meeting Key Performance Indicators (KPI’s) / metrics such as (but limited to) : AHT, after call work (customer follow-up), Quality, NPS, schedule adherence
- Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance.
- Attend regular QA calibration sessions.
- Manage team attrition and reduce voluntary attrition
- Manage team absenteeism to improve overall attendance
- Take appropriate and timely disciplinary action on performance, attendance, schedule adherence, behavior, misconduct, etc.
- Provide excellent customer service and determine the needs of the client
- Ensure the teams they are involved with are aware of the combined end goals.
- Establish operations objectives and work plans, delegate assignments to subordinate associates when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction.
- Do Root Cause Analysis to create action plans / goals to improve performance
- Collaborate with various support groups Recruitment, Training, Quality, HR, Workforce to deliver business results.
- Participate in the recruiting interviewing process for new hires
- Collaborate with other departments to ensure seamless communication and coordination.
- Stay up-to-date on industry trends and best practices to continuously improve call center operations.
Applicant’s Specifications & Qualification :
- Preferred (not required) : Candidate has a Bachelor's / College Degree, any field.
- At least 6 years of working experience in the related field is preferred for this position.
- Fluent in French and English
- Analytical
- Results-oriented
- Process-oriented
- Previous supervisor experience specializing in Customer Service or equivalent.
Il y a 20 jours